Manuel Teodoro

I manage real-time leads from over 10 car dealerships across the United States. My responsibilities include cold calling potential customers, gathering and providing detailed information about ongoing deals, and persuading them to schedule in-person appointments at the dealerships. I also ensure all interactions and follow-ups are accurately documented in the CRM system to maintain organized and up-to-date records.

I was responsible for cold calling potential freight partners, offering competitive shipping quotes based on commodity type, pickup and drop-off locations, and current national freight market bids. This role required strong negotiation skills, market research, and real-time pricing analysis to secure efficient and cost-effective transportation solutions.

I oversaw freight loads and coordinated truck routes, planning efficient pickups and deliveries to ensure commodities arrived safely and on time. I was also responsible for monitoring shipment conditions, maintaining communication with drivers, and processing billing and documentation accurately.

Supervised a team of 20+ customer service representatives in a high-volume environment, ensuring consistent delivery of exceptional customer support.

Conducted regular performance audits of team members to ensure compliance with service standards, policies, and procedures.

Managed and analyzed key performance indicators (KPIs), including CSAT, response time, resolution rates, and agent productivity, using insights to drive performance improvements.

Developed and maintained weekly and monthly staff schedules to ensure optimal coverage and operational efficiency.

Led one-on-one coaching sessions, team training, and performance reviews to support employee growth and maintain service quality.

Handled customer escalations and complex inquiries, resolving issues effectively and ensuring customer satisfaction.

Collaborated with cross-functional teams (e.g., QA, Training, Operations) to implement process improvements and enhance the customer experience.

Provided regular reports to senior leadership on team performance, trends, and areas for improvement.

Maintained a strong focus on quality assurance, process compliance, and continuous improvement across all customer service touchpoints.